Top Down Ventures

Compensation

Full Description

Salary: $70,000 - $110,000 USD About Lexful Lexful is a stealth, AI-native Managed Service Provider (MSP) startup, building the next unfair advantage for MSPs in the AI era. The powerful Lexful platform will not only alleviate major challenges for MSPs but also help them generate new revenue. We're an AI-native SaaS startup building from first principles. Were pre-launch (targeting Feb 2026) and moving fast, with a tight feedback loop between product, design, engineering, and our design partners. Were not just bolting AI onto an old productwere a multi-tenant product that enables partners to drive a sell-through motion. Youll be joining a founding team thats deeply committed to shipping real customer value, testing often, and iterating based on what works in the fieldnot just what we imagined in a whiteboard session. Why This Role Matters Reporting into the Chief Technology and Product Officer, as the L2 Technical Support Manager, you'll be the go-to technical expert to provide comprehensive support for MSP customers who are using Lexful's AI-native platform. In this customer facing role, you'll handle end-to-end customer engagement from onboarding through ongoing technical support, resolving complex integration issues and partnering with engineering to continuously improve our platform. You'll work as the trusted technical expert MSPs rely on across all communication channels. What You'll Do Customer Support & Issue Resolution • Support MSP customers through end-to-end engagement: onboarding, account setup, debugging, and feature discovery. • Investigate and resolve inbound issues across all channels (email, Slack, chatbot, in-app support). • Reproduce bugs across different environments (browsers, Windows, Mac, mobile) and partner with engineering to document fixes. • Achieve 90%+ first-contact resolution without engineering escalation. • Adapt communication style for both technical MSP staff and non-technical end users. Platform Implementation & Integration Support • Lead technical onboarding and guide migrations from legacy solutions to Lexful. • Troubleshoot API integrations into PSA platforms RMM tools, and Microsoft 365. • Configure optimal Lexful setups for multi-client MSP environments. • Help customers discover and implement advanced features and integrations. Strategic Support Operations • Surface trends and insights from customer feedback to inform product development. • Lead strategic projects to improve support experience and internal knowledge sharing. • Create and maintain technical documentation and Knowledge Base and other troubleshooting resources. • Build processes and tools to enhance support efficiency. What We're Looking For Technical Skills & Experience • 3 - 5+ years technical support experience with B2B SaaS platforms. • Strong troubleshooting skills for APIs, integrations, and technical issues across different environments. • Experience with Microsoft 365 administration and enterprise integrations. • SQL, JavaScript, APIs, and GitHub experience preferred (curiosity to learn is valued if no direct experience). • Understanding of AI/ML concepts and natural language processing is a plus. MSP Industry Knowledge • Deep understanding of MSP workflows and technology stacks. • Experience with PSA platforms and RMM tools. • Familiarity with MSP documentation platforms and automation tools. • Knowledge of MSP compliance requirements (SOC 2, ISO 27001). Communication & Mindset • Excellent communication and customer service skills with technical and engineering user base. • Ability to adapt communication approach for non-technical users. • Passion for technology, quality, and a job done right. • Self-directed with systematic approach to problem-solving. • Experience creating technical documentation and training materials. What We Offer • The chance to be a founding team member, shaping the company's product vision and culture. • A competitive salary and meaningful equity ownership in a pre-funded, high-growth startup. • Top of the line benefits package. • A fully remote, flexible work environment with autonomy and ownership. • The opportunity to work on cutting-edge technology with a strong product-market fit. • A team that values collaboration, innovation, and continuous learning. We invite all qualified candidates to apply. We thank you for your interest, and only successful applicants will be contacted. Please no recruiters or phone calls.